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The Customer Bill of Rights outlines specific information for the benefit of the customer and the employer. The company is educating customers about their rights should an event occur by making sure they are clear and understood beforehand. The Customer Bill of Rights ensures that the customers are being taken care of. Our readings of JetBlue's Valentine's Day crisis discussed a storm that caused the company to rethink how they handle potential problems. The flight industry's issues incited a desire for Congress to enact bills offering customers food and beverages stuck in a closed aircraft and allowing them to disembark a plane if grounded for more than three hours. (Huckman et. al, 2010).

The pros of a Customer Bill of Rights are that it ensures fairness for the customer and explains in detail their rights. Outlining the responsibilities of a company gives them clear direction and accountability in case of an emergency. It leaves customers the opportunity to make mistakes as they can read their rights before they use the service.

The cons would also fall under the accountability subtopic as it requires companies to uphold their end of the deal regardless of the situation. According to Jet Blues Valentine's Day crisis article, the cost could be overdrawn or costly. The total projected impact for Jet Blue stated in the bill of rights which includes refunds, credit vouchers, and "incremental expenses" would amount to $30 million. (Huckman et. al, 2010).This could be detrimental to a company that is trying to get off the ground and build a profitable business.

An area of Hospitality and Tourism that I want to work in is Event Planning. Depending on the event, I feel that a Bill of Rights could be helpful. For example, if I had to plan a large-scale event for a company that was outdoors, with many factors attached to it, the weather could be an issue. Many companies pay beforehand, and it would be unfair to have them pay for an event that was ruined by outside forces. Having a Bill of Rights that notifies the customer of different actions that would be approached if a said emergency were to take place, would be helpful in maintaining trust and loyalty with the customer.

References:

Huckman, R. S., Pisano, G. P., & Fuller, V. A. (2010). JetBlue Airways: Valentine's Day 2007. HBS No. 9-608-001. Harvard Business School Publishing.